Paloma Health - Senior Patient Support Manager

• Our Patient Support Team manages all support requests, patient bookings, referrals and discharges, ultimately ensuring a smooth journey for the families we serve. • Your job is to ensure a great family experience of care as we grow. Working with our Head of Operations and dedicated Product Manager for Patient Support, you will have the freedom to test, learn and invest in what works. You will lead on: • Team management and growth. You foster a person-centred, accountable and collaborative culture reflected in high engagement, trust and retention. You’ll monitor team capacity and recruit additional team members when needed. • Team management and growth. • High quality family experience of Patient Support. Using performance data, you ensure response times and booking windows are achieved, and monitor interaction quality • Process optimisation. You ensure processes are clearly documented, and improved where things aren’t right, and work with Product to implement improvements to our ticketing software and AI customer support assistant. • Process optimisation. • First line resolutions. Including for complaints, Subject Access Requests, and safeguarding queries. • First line resolutions. • At least 4 years of experience directly managing a large (10+ FTE) customer support team • Hands-on style, spending time understanding all the tasks the team manages • Calm, empathetic handling of sensitive conversations, complaints and escalations. • A creative instinct, asking what can be automated to improve productivity • Comfort with data and modern customer support software • Experience leading and developing a team. • Desirable, but not essential criteria are: • Experience in healthcare • Implementing and improving AI tools within customer support